You know when I first got out of Computer school after years of being in the construction trade I still had some learning to do as far as computers go. I used to talk to my Uncle who had every computer related gadget on the market and I used to come to him for Q&A. After a few months in the industry I realised how little he did know. I at times probably sounded like an Idiot to the second level tech's at first but after a while once I got into the lingo and learned more about it I developed a respect from alot of people. I ended up moving up to second level of support faster than anyone had ever done it and still to this day I hold the record. I have stayed in touch with some people from there. Anyway our call center handled about 35,000 calls a week and we had to be customer service oriented. I can't believe some of the things that I am hearing here. I know that people are oblivious sometimes and you just want to kill them. I have had only one time where a clustomer was so beligerent that I had to hang up on him and just as I finished typing up the call, I was about to go see my supervisor about the call to tell what had happened I got a call again and it was the same guy. I couldn't believe that out of 700 some odd tech's I got the call routed to me again. When I finally had to raise my voice to him to get him to calm down for 10 seconds in order for me to get him under control and remote his system to fix it I was frazzled and my supervicor came over and asked what was going on. I told him I've got it under control now. Pull the tape on these last two calls and listen to what I had to go through with this guy. He understood why I got so excited. Now I am the guy that maintains approx. 400 PC & Laptops for a corporate office building I understand that these people don't care how it works as long as it does. When you make $250K/year you dont want to edit the system registry or know that the PC is not called a modem you want someone there to fix it when it isn't doing what it is supposed to. I hope one day when I am making that kind of money I wont have to be bothered with fixing anything on my own either. I can have some lowly tech, carpenter, roofer, plumber, landscaper, pool guy, electrician, etc..... come and fix it because that is what he/she does. That is all we are most of the time. Little peasants to these people. Grin and bear it, suck it up, bite your lip Etc......That is all we can do. We are supposed to be professionals here right??? We are paid to do our job as they are paid to do theirs. I don't know Marketing strategies or Financial things. They do. I go to them for things that I don't understand or have the time to learn about that they know. Just as they don't have the time to learn this either. When I am there I try to break down into terms that they can understand what happened and how to prevent it from happening again. Educate the consumer or customer and they wont be back for the same problem again. Well most of the time. One of the things I did as a trainer for the same large company that I was in the call center for was I found out who the frequet callers were for HOW DO I? type calls and I visited their site and asked them what they wanted training on. I went over it with them a few times until they understood it and then went to the next client. We had 100% no call back from any of those people. Unless it was hardware related and we had to send a tech to the site to replace a printer or fried modem.Try a little more patience with these people. When they become beligerent then try to bring them "Below the Line" so to speak. If you can't then pass it off to a supervisor or tell them you don't care to be talked to in that manner and hang up. I am sorry if I didn't have a funny call for you but I just had to say my peace with this. The world would be a better place if people looked at it that way. Too many angry people around here. That is all... All Comments welcome.
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If you think I'm standig here as the world goes by. You're thinking like a fool 'cause it's a case of do or die. Out there is a fortune waiting to be had, if you think i'll let it go your mad You've Got Another Thing Coming
